A method of generating a disposition response includes receiving text of a connected contact interaction; determining, by a natural language processor, a sentiment, entities, and key phrases from the text; assigning, by a neural network, a disposition to the contact interaction based on the text, the sentiment, the entities, and the key phrases; generating a disposition response to the contact interaction based on the assigned disposition; and presenting the generated disposition response to a user.
Legal claims defining the scope of protection, as filed with the USPTO.
2. The disposition analysis system of claim 1, wherein the entities comprise people, places, objects, dates, times, quantities, or a combination thereof.
3. The disposition analysis system of claim 1, wherein the connected contact interaction comprises a call interaction, and the operations further comprise converting the call interaction to the text.
4. The disposition analysis system of claim 1, wherein the operations further comprise recording the generated disposition response.
5. The disposition analysis system of claim 1, wherein the assigned contact disposition indicates that a specific agent should call the customer back, or that any agent can call the customer back.
7. The method of claim 6, wherein the connected contact interaction comprises a call interaction, and the method further comprises converting the call interaction to the text.
8. The method of claim 6, further comprising recording the generated disposition response.
9. The method of claim 6, wherein the assigned contact disposition indicates that a specific agent should call the customer back, or that any agent can call the customer back.
11. The non-transitory computer-readable medium of claim 10, wherein the connected contact interaction comprises a call interaction, and the operations further comprise converting the call interaction to the text.
12. The non-transitory computer-readable medium of claim 10, wherein the operations further comprise recording the generated disposition response.
13. The non-transitory computer-readable medium of claim 10, wherein the assigned contact disposition indicates that a specific agent should call the customer back, or that any agent can call the customer back.
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March 25, 2021
October 29, 2024
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